Complaints

If something has gone wrong.

We take member feedback seriously and we take complaints especially seriously. If your experience with Eterna or with a partner provider has fallen short of what we promised, we want to know.

How to raise a complaint

Write to complaints@eternalongevitycollective.com with a description of what happened, when, and what outcome you are seeking. We will acknowledge your complaint within two working days and provide a substantive response within fourteen days.

What we do

Every complaint is reviewed by a senior member of the Eterna team. Where the complaint concerns a partner provider, we engage with the partner directly and report back to you. Where a complaint reveals a pattern, we will reconsider the partner’s place in the network, up to and including removal.

If you remain dissatisfied

If we have not been able to resolve a complaint to your satisfaction, you remain free to escalate to the relevant regulator for the service in question (for example, the Care Quality Commission for clinics, or the relevant professional body for individual specialists). We will assist with any reasonable information request from such a body.